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Quality Assurance Analyst
2 months ago
Position Overview
As a Quality Assurance Analyst at Ubisoft, you will play a crucial role in upholding our dedication to outstanding player support and satisfaction. Collaborating closely with our support teams, you will assess performance, deliver constructive insights, and implement strategies aimed at ongoing enhancement. Your proficiency in quality assurance and mentorship will be essential in nurturing a culture of excellence, ensuring that every player interaction is positive, effective, and memorable.
Core Responsibilities:
- Quality Assessment and Review: Regularly conduct assessments of player support interactions across multiple channels to evaluate compliance with quality benchmarks and pinpoint areas needing improvement.
- Performance Development and Guidance: Offer constructive insights and coaching to support agents, concentrating on refining their communication skills, problem-solving capabilities, and overall effectiveness.
- Quality Enhancement Initiatives: Design and execute strategies to tackle identified improvement areas, including training programs, process modifications, and enhancements to the knowledge base.
- Performance Metrics and Analysis: Monitor and analyze key quality metrics, providing consistent reports and insights to track progress and identify emerging trends.
- Collaborative Engagement: Work in partnership with team leaders, training specialists, and other stakeholders to ensure alignment on quality expectations and collaborate on improvement efforts.
- Calibration Meetings: Engage in calibration meetings to maintain consistency in quality assessments and ensure a shared understanding of performance standards.
- Player Representation: Serve as an advocate for the player, utilizing insights from quality assessments to promote enhancements that improve the player experience.
Required Qualifications:
- Coaching and Mentorship Skills: Strong ability to provide constructive feedback and motivate team members towards improvement.
- Quality Assurance Knowledge: Familiarity with quality assurance principles, methodologies, and best practices, particularly in customer support contexts.
- Analytical Proficiency: Strong analytical capabilities to evaluate performance data, identify trends, and develop actionable recommendations.
- Communication Skills: Excellent written and verbal communication skills to effectively convey feedback, collaborate with teams, and present findings.
- Customer-Centric Mindset: A commitment to delivering exceptional customer experiences and a focus on continuous improvement.
- Empathy and Interpersonal Skills: Ability to build rapport with team members, foster a positive learning environment, and provide supportive guidance.
